Psalm Gronbek
Emerald,Australia
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Home Lending Specialist
Commonwealth Bank
03.2024 - Current
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Collaborated with my lending team and lending coach to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Improved customer satisfaction by delivering personalized loan consultation services tailored to individual financial needs.
- Conducted regular training sessions for junior staff members, imparting valuable industry insight and improving overall team efficiency.
- Participated in community outreach programs as a representative of the institution, promoting positive brand image while expanding client base through networking events.
- Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.
- Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
Customer Banking Specialist
Commonwealth Bank of Australia
08.2021 - Current
- My key responsibilities include general telling duties, answering phone calls, personal and business bank account opening, unsecured lending including personal loans, credit cards, and overdrafts face to face via our in-house program called CommSee and online via Self Service Internet Banking
- I also assist with a lot of account maintenance, technical issues, technology education, complaints management, and building customer rapport through Financial Health Checks and NBCs to uncover financial goals and create opportunities for them to meet with the appropriate bankers (Home Lender, Business Banker, etc.)
- I'm an in-life accredited specialist, which means that I can help our branch Home Lender and Home Lending customers complete home loan reviews, switches, and talk to them about Wealth Package, request pricing, etc
- I also have experience in relieving roles and have supported other CBA branches like the Yeppoon and Longreach branch.
Assistant Store Manager
JPL Group: Prouds the Jewellers
10.2020 - 07.2021
- Lead by example to provide and maintain the highest standard of customer service by following the company's STAR selling program
- Assist the Store Manager in monitoring and investigating customer complaints and provide appropriate resolution
- Develop and maintain accurate and up to date product knowledge including features and benefits across all products and services offered and ensuring the team is also updated
- Consistently achieve personal and store sales budgets and KPIs
- Assist the Store Manager in monitoring and achieving wages to sales percentage in relation to wage and profit/loss management
- Merchandising, marketing, and inventory management
- Effectively assist in implementing company policies and procedures including performance standards and code of conduct
- Supervise and direct Team Members in the absence of the Store Manager.
Various Roles
National Australia Bank
07.2018 - 10.2020
- I had a diverse role within my time with NAB
- Being the Branch Head Teller, I was responsible for the smooth operation of the bank's daily telling duties including but not limited to transactions such as deposits, withdrawals, and overseas transfers
- Weekly cash ordering and clearance, monthly stationery, and marketing orders, verifying general operational reports, and maintaining our Branch reconciliation accounts
- I was also one of the main keyholders and as such, was responsible for monthly, quarterly, and yearly control checks
- First point of contact for customers for their banking needs and assist in booking appointments for the appropriate banker
- Being a Leave & Relief, I travelled across three branches (whichever needed assistance) and performed my duties as a teller, customer advisor, and sometimes as a 2IC
- My daily day involved tasks such as helping customers with general banking transactions, personal and/or business account opening, account maintenance and Internet Banking
- All the way to unsecured lending (personal loans, overdrafts, credit cards), and general insurance face - to - face or over the phone
- I have also worked with different specialists such as Agribusiness Bankers, Business Bankers, Home Lenders, etc
- Whenever needed, I have also used my language skills to translate for non - native English Speakers to provide a seamless banking experience.
Sales Assistant (Keyholder)
JPL Group: Angus and Coote
09.2014 - 01.2016
- Provide exceptional customer service by greeting customers who go in the store and build rapport as to what they are looking for and then give them options
- Walk with them around the store to showcase what we have to offer
- Meet KPI targets, keep the store clean and presentable
- Ensure the security of the goods we have and adhere to security protocols
- Do daily cash banking, supervise, and assist other team members especially the new recruits and juniors
- I am also trained to replace watch batteries and install/resize watchbands
- Keyholder - part of the senior team who has the responsibility of the opening and closing procedure of the store and to also act as 2IC.
Education
Bachelor of Arts - Japanese
Curtin University
Perth, WA12.2027
ATA
01.2018
ATA
01.2017
01.2020
Commonwealth Bank of Australia
01.2016
Skills
- Communication & Presentation
- Time Management
- Relationship Management
- Technology Skills
- Loan Servicing
- Documentation Review
- Loan Origination
- Attention to Detail
- Customer service-focused
- Decision-Making
- Microsoft Office
- Active Listening and Learning
References
- KATIE MOORE, 0418 195 051, PROUDS THE JEWELLERS, Former STORE MANAGER
- JASON SPENCE, 0436 941 479, COMMONWEALTH BANK OF AUSTRALIA, EMERALD BRANCH MANAGER
Languages
Japanese
Elementary
Korean
Elementary
Timeline
Home Lending Specialist
Commonwealth Bank
03.2024 - Current
Customer Banking Specialist
Commonwealth Bank of Australia
08.2021 - Current
Assistant Store Manager
JPL Group: Prouds the Jewellers
10.2020 - 07.2021
Various Roles
National Australia Bank
07.2018 - 10.2020
Sales Assistant (Keyholder)
JPL Group: Angus and Coote
09.2014 - 01.2016
Bachelor of Arts - Japanese
Curtin University
ATA
ATA
Commonwealth Bank of Australia
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